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Ideas portal FAQ

Find, vote on and share ideas for Freshworks products. Here is how it works and what happens next.

1. Idea stages and what they mean

Every idea has a status. It shows where the idea is today.

How does an idea move from submitted to delivered?
  1. Submitted
  2. Under review
  3. Planned
  4. In development
  5. Delivered

Not every idea makes it to the end. Some stay open for votes as Future consideration. Others are Closed.

You get an email each time the status of an idea you posted, voted on or subscribed to changes.

What does each status mean?
Submitted
We received the idea. It is open for votes and comments.
Under review
Product is looking at the idea.
Planned
The idea is on the roadmap. We have not started building it yet.
In development
Our teams are building it. We expect to release it within 12 months.
Delivered
The idea is live in the product.
Future consideration
We are not planning it now, but it stays open. Votes help us see if demand grows.
Closed
We are not taking this idea forward. See "Why was my idea closed?" below.
Does Planned mean a release date?

No. Planned means the idea is on the roadmap. Timing can change as priorities change. We update the status when work starts and when the idea ships.

2. The basics: from your idea to our answer

Six questions most people ask before they post.

What is an idea?

An idea is a request for a feature or improvement that is not in the product today.

Something broken? That is a bug. Please contact Support so they can help you.

Should I search before I post?

Yes. If a similar idea exists, vote and comment on it instead of adding a new one. Duplicate ideas split the votes, so no single idea shows how many people want it.

How do I submit an idea?
  1. Search. Choose Submit an idea and type a title. Similar ideas appear. Vote on one if it matches.
  2. Describe. Tell us the task you are trying to do and what gets in your way today.
  3. Add context. Pick the product area and tell us how much this affects your team. Add a screenshot if it helps.
  4. Submit. Your idea shows as Submitted.
How will I hear back?

You get an email when the status of your idea changes. To follow an idea you did not post, subscribe to it.

Why was my idea closed?

An idea can be closed for one of these reasons:

  • Merged. A similar idea exists. Your votes move to it.
  • Bug. It is something to fix, not a new request. Contact Support for help.
  • Retired. It no longer fits the product.
  • Already available. The product can do this today.
  • Not planned. We have no plans to build it.

Closed ideas stay searchable, so you can still read the comments.

3. Find ideas and share your thoughts

The quickest way to make an impact is to back an idea that already exists.

How do I find an existing idea?
  • Use the search bar on the Ideas page. Try two or three keywords.
  • Filter by product, so you only see ideas for the product you use.
  • Filter by status to see what is Planned or In development.
  • Sort by votes to see the most requested ideas first.
How do I vote on an idea?

Open the idea and select the vote button. Voting shows us which ideas matter to you. You need to be signed in to vote.

How do I add a comment?

Open the idea and add your comment. The most useful comments say:

  • What you are trying to do.
  • What stops you today.
  • How you work around it, if you do.

"I agree" helps less than a short example from your own work.

How do I follow an idea?

Select Subscribe on the idea. You get an email when the status changes or when someone replies.

I could not find my idea. What now?

Submit a new one. Use a clear title and describe the problem, not only the solution. Then we can see what you need, even if there is more than one way to solve it.

Have a bug or a question about how a feature works? Contact Support instead.

Ideas Status Pipeline

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8947 Ideas

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Apprentice
philld44Apprentice

Ticket Status Page LayoutClosed

I think a grid (think spreadsheet) format would improve the use of space not to mention the filtering of tickets based on multiple columns and priority (this could be a profile preference setting). Additionally, customize the columns displayed. We don't need the pictures in our tickets - that is wasted space for us.The information is all there, just in a layout that is all mashed together.This would also help with a view other visual indications that I have seen in the feature request forums. 

2
6 years ago
Contributor
nicholasbContributor

Ability to assign time entry to QuickBooks/ Xero customer in the Freshdesk AppClosed

We currently have Freshdesk integrated with QuickBooks Online, and can assign a time entry to a QuickBooks customer in the Desktop browser version of Freshdesk. This sends the time entry to QuickBooks and assigns the entry as a billable item against the customer. We then bill the customer for all time entries associated with them. It works as it should, and all is well. BUT... when using the Freshdesk App to create a time entry, there is no option to assign the entry against a customer in QuickBooks. Time entries that are made with the App sit there on the ticket, and do not flow through to QuickBooks, and therefore are not invoiced. Can you please upgrade the Freshdesk App to actually work with the integration like the Desktop browser version does. Technicians work on the road and need to be able to fill out their time using the App as they go - this would save us all hours of time each week, and would mean that we don't have to wait until we are in front of a computer to fill out our entries and close tickets. We are paying for the integration, so please add it to the App!

6
6 years ago
Apprentice
ludovicApprentice

Customize the User activation pageClosed

Current Behavior Description:Currently, you can customize most of your portal's pages but you cannot customize the user activation page.It keeps FreshDesk's branding style and is even not very pretty if your logo is dark.Expected Behavior Description:It would be great if, depending on your license like the for the other pages, you could:Apply the colors defined in the "Color & font" tab of the "Portal Customization"Apply the CSS code defined in the "Stylesheet" tab of the "Portal Customization"Be able to change the entire layout in the "Layout & pages" tab of the "Portal Customization"

2
6 years ago
Apprentice
danorthApprentice

Addition of Payment Type For Contracts & MaintenanceClosed

I would like to included some sort of option for what payment type (Credit Card, Invoice Terms, etc) are used for maintenance/contract purchasing.Specifically the means to notate credit card as when a credit card expires and its associated with service or maintenance contract its difficult to know all of the items that the credit card was used with.

0
Apprentice
6 years ago
Contributor
budo.renContributor

FR - Canned responses - Solutions should be available for new ticketsClosed

 As the title says.Currently there is no way to start a new ticket and include a canned response or other support contents.It means you have to send the customer a new ticket telling them that you will support them and ask them to hang on while you get back to them.thanks

77
aravind.sundararajan
6 years ago
Apprentice
credeApprentice

Contract Management - ImportingClosed

Can you please create an import button for contracts? This would save a heap of time!

2
6 years ago
Apprentice
bsoApprentice

Add option to disable code highlighter for solutions portalClosed

Currently, Freshdesk offers the Code Highlighting on the customer solutions portal. However, there is no way to customize or disable this feature.The default code highlighting does not match what I would like on my portal, so I want to disable it and implement code syntax highlighting myself.Please add an option to disable code highlighting on the solutions portal

0
Apprentice
6 years ago
Active Contributor
phodgkinsonActive Contributor

Change Private Note to Public and vise versaClosed

Sometimes a note is either intentionally or accidentally added as a private note. If we change our minds and want it to be public the only option is to copy text, delete it and re-create it. Would be much easier to just be able to toggle it.

4
Active Contributor
6 years ago
Apprentice
destradaApprentice

Ability to change the look and feel of a request formClosed

Currently, ticket information can only be viewed vertically because the properties are displayed in a column.Suggestion:The ability to configure the form design would be very useful and allow helpdesk team to customize the look and improve the visual flow of a client's request.Example of additional capabilities:the ability to move a field and place that field on a desired location within a space. the ability to resize a field.

0
Apprentice
6 years ago
Apprentice
billy_15115Apprentice

Quickbooks online integration with MintClosed

Today I was force upgraded to Mint. The Quickbooks integration with Mint does not work. I've been asking Freshworks to not upgrade me to Mint until the integration was working. They've promised me several times that they are working on it. I have at least 5 tickets open concerned this issue. I've sent them 2 videos, and I've been promised that they would fix this before pushing me over to Mint. Last week I got an email telling me the old UI was going to be deprecated on the 31st of May. Today I logged in and I cannot go back to the old UI. Today is the 28th of May.I've been asking freshworks to fix this for 8 months, and today they've decided to disrupt my business by forcing me to use a badly broken system. Still no resolution.

1
6 years ago
david.laburu
Apprentice
david.laburuApprentice

JIRA Plus - Selected optional Jira fields are not displayedClosed

Using the Jira Plus integration, when creating a JIRA a form with selected fields is displayed, in the top right corner there is the possibility of selecting optional JIRA fields. When the optional fields are selected and saved, the newly selected fields are not displayed as expected.Has anyone seen this?

0
david.laburu
Apprentice
6 years ago
Apprentice
hbehrndtApprentice

Adding Service Catalog to Portal page customization listClosed

The service catalog home page, categories page and item page are not in the portal page customization list.This would be beneficial for allowing customisations to the service catalog.Dynamic placeholders should also be listed for this.

0
Apprentice
6 years ago
Contributor
lyatesContributor

Please add requester location to ticketsClosed

It would be great if the requester location was part of the ticket so that you did not have to create a custom field and use a webhook to populate it (which I still haven't got working). 

1
Contributor
6 years ago
Apprentice
cmApprentice

Ability to start / stop timer using mobile appClosed

Would be great to be able to start / stop timer, to add time tracked using the iOS app.Great for logging time when onsite at a client

17
6 years ago
Apprentice
andy_20430Apprentice

Canned Forms in Mobile AppClosed

It would be very useful to have the Canned Forms be available in the Mobile App. We use this as a Material Transfer form to fill out and document a physical transfer of an object from a customer to Tech Support and back.

1
6 years ago
Apprentice
vishwajeet.sonkarApprentice

How a create a variable in botClosed

I have a dialog which accepts a text input "9.1-Value", Which use to make an API call.I the API gives me a false status. I ask for the same value from another dialog which will cal the same API. but now since the data from the API is coming from a different dialog box "10.1-Value". I have a create a new API in "API list" with same url but different body param (9.1 or 10.1). Is there any way I can create a variable and use that in API request body param.

0
Apprentice
6 years ago
Apprentice
john.leuzingerApprentice

Can we access the properties of the company of user?Closed

Is there a way to access the properties of the company that is specified in the user's profile?Right now all I can find is the name of the company associated to the user:portal.user.company_nameI'm wanting to do some customization of our support portal in the HTML editor, that uses "IF" logic based on properties of the user's company.

0
Apprentice
6 years ago
Contributor
andre.pacitchnikContributor

Add Tip, Note, Info, Warning formatting in articlesClosed

Hi,Think it would be great to add TIP, NOTE, INFO, WARNING tables, like in Confluence.Didn't found anything about it at this moment :)Than you.

1
6 years ago
Apprentice
ann_20409Apprentice

accessing knowledge base on the mobile appClosed

How do I access the knowledge base on your mobile app? I would like to be able to not only view documents in the mobile app but also edit the documents as well. There should be a way to access our knowledge base other than having to search for a specific article in the search bar, under solutions. also when opening documents on the mobile app in our knowledge base if they have photos attached they do not display the images attached regardless of the format of them. I like the way your website is laid out but your mobile app needs a lot of work.also, side note if you're going to have an icon just for contacts at the bottom within that there should be an option to scroll letter to letter as to make sorting quicker or just a search bar that only searches the contacts. 

1
6 years ago
Apprentice
jeroen.vandesandeApprentice

name field required in portalClosed

Hisuggestion:Is it possible to make the name field in the portal required?This field now pops up if a person fills in an email that is not knwown. This is for me ok behaviour. But the field cannot be made required and this should be possible for our data quality.We now try to bypass the name field and made a "firstname " and "lastname" field that is required. But those are ticket field and can't be automated back to the requester.... so it is annoying.The use case where the name is filtered out of the email field is also not possible due to data quality issues in a b2c context (my private mail is for example jerrev... but my firstname is jeroen....

0
Apprentice
6 years ago
Apprentice
kfeenstraApprentice

Expose 'time tracked' on tasks in project to APIClosed

Would it be possible to expose the time tracked on projects via API. Or a scheduled export and/or report ? Currently is a time consuming job to gather all these pieces of information. 

1
Apprentice
6 years ago
Apprentice
brad.rushApprentice

Leaderboard definitions on the leaderboardClosed

It would be helpful to have the leaderboard badge definitions displayed on the leaderboard page. It seems silly that you have to go and google what the awards are when they could quite easily have the decription on the page or in a mouseover tooltip on the badge headings.Thanks

1
Apprentice
6 years ago
Apprentice
itmanagerApprentice

Remove duplicate notification emailsClosed

When someone replies to a ticket email and includes me directly, I get 3 emails:1. Direct from the user2. "New Reply Received" message (Agent Notifications - Requester Replies to Ticket)3. "New Comment" message (CC Notifications - Note Added to Ticket)It would be great if FreshService could detect that the Agent email is also the CC email, and that the original email included both, and reduce emails accordingly.In this case, FS should see that I've already directly received the email, and not fire the rules for 2 and 3.

3
Apprentice
6 years ago
Contributor
mary_sawyersContributor

Reference Fields in Service Catalog ItemsClosed

The ability to add reference fields to service catalog items and forms would be greatly beneficial.We have 36 locations.  Each one of our catalog items where location is needed (most of them) has a drop-down field with all 36 locations.  We are opening a new location and each item with location needs to be manually updated.  If this were a reference field, then only location would need to be edited.  Having a free-form string field is not acceptable in this case as we have workflows setting the request location based on the custom drop-down field selection.Having asset tag as a reference would also be helpful as it would eliminate the need to associate an asset and help eliminate typos.

5
sundararajan.srinivasan
6 years ago
Apprentice
jeff_18923Apprentice

Ability to filter the view with custom date fieldsClosed

We currentyl have several different custom fields in our tickets, some dropdown/dependent, some text, some dates.Currently we can only "filter" by the dependent fields, but not the date field.  We would like the ability to filter by date fields and not just the dependent fields.Similarly we cannot use the date field within the workflow automator.  The dependent field works fine, but not the date fields.We can use the custom date field in the reports section, however it would be very helpful if we could access those fields in the filter and workflow automator.Thanks!

1
6 years ago
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This ideas board reflects customer feedback and our current thinking, and is provided for informational purposes only. Roadmap decisions, including AI-related capabilities, are influenced by many inputs beyond customer votes, such as technical feasibility, security, compliance, and market conditions. They are subject to change without notice. Idea status labels (such as “Under Review” or “Planned”) do not constitute a commitment, promise, or legal obligation to deliver any feature, functionality, or timeline, and are not part of any agreement with Freshworks. Development and release of any product or feature remain at Freshworks’ sole discretion.

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